Can helpdesk respond to a different email address for the submitter rather than the username@domain?

We have users outside our domain set up with a vpn to access our kbox. We can set them up with users in our AD, but their email addresses are a different domain. Is there a way to have a custom filed in the ticket for email address and have kace respond and interact with that email address to update tickets?

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Yes. If their external email address is set in AD, then KACE will import that email address for the user. As long as there aren't SMTP restrictions on your KBox it should be able to email the user without any issues. We have a contractor with access to our KBox and that is the setup we use.

I did try setting the Email field in AD to a different email address, but it still sent to username@domain instead of pulling from the Email field. Is there something I need to change in my helpdesk configuration?

It did work!!! When I changed the email address in AD, I didn't wait for the users to be imported again to change the email field in KACE. When I went to change it in settings, users, it was changed already. Tried it again and it did send email to the other address! Thank you sooooo much!!!